Mon, 01 Dec 2025

Mon, 01 Dec 2025 Virgin Media fined £24m for leaving vulnerable customers 'at risk of harm'

Ofcom has fined Virgin Media after an investigation found it had left thousands of vulnerable telecare customers at risk.
Virgin Media has been fined £23.8m by Ofcom after failing to protect vulnerable customers, including elderly and disabled people, during its digital switchover from analogue to digital landline services. The fine was issued because Virgin Media did not properly identify telecare customers and left thousands without access to their lifesaving alarms for an unknown period of time. Telecare systems typically rely on a landline connection to alert emergency services or carers in case of an emergency. Ofcom's investigation found that Virgin Media's approach to transitioning telecare customers put vulnerable individuals at "direct risk of harm". The company reported itself to Ofcom over the issue after a series of serious incidents in November and December 2023. Virgin Media said it had not got everything right during the transition but has since implemented improvements, including enhanced support for vulnerable customers. The fine is one of the largest ever issued by Ofcom, with the regulator warning that companies must prioritize the protection of vulnerable customers. Virgin Media's actions were deemed to be a serious breach, and the company will face similar enforcement action if it fails to protect its customers in the future.
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